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The Beryl Institute Certified Patient Experience Professional Sample Questions:

1. A new patient check-in process was implemented to reduce wait time. What is the BEST approach to examine if the updated process is meeting its intended goal?

A) Direct observation
B) Patient focus group
C) Role play scenario
D) Quantitative survey

2. Which of the following can ONLY be achieved through qualitative data collection methods?

A) Understanding why patients feel a certain way about their care experiences
B) Measuring a healthcare organization's performance on patient satisfaction
C) Determining the healthcare priorities of the community served
D) Identifying top opportunities for patient experience improvement

3. When engaged in organizational transformation, which of the following is directly proportional to the probability of success?

A) Degree to which adequate preparation and planning occurred at the onset
B) Senior executive ' s commitment and level of personal involvement
C) Cross functional accountability experienced in the organization
D) Competency and knowledge of management and the front-line staff

4. Administrators voice concern that physicians in a medical practice group seem stuck at the same scores on patient experience surveys. What is the BEST next step for the patient experience professional to build engagement and move forward with improvement actions?

A) Publicly share individual physician patient experience scores and percentile rankings.
B) Work with the front-line team and survey vendor to improve survey response rates.
C) Share improvement tips focused on communicating with patients.
D) Meet with medical practice leaders to learn their expectations and identify physician leaders within the practice.

5. Which is the MOST effective example of staff recognition?

A) Thanking the staff for their efforts during a personal visit from the senior leader
B) Posting patient experience scores in public areas for everyone to see
C) Reading a positive patient letter during a town hall meeting
D) Sharing positive patient comments in the organization's newsletters

Solutions: